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Privacy Policy

May 16, 2018

Privacy Policy

We at Sound of Data (“Sound of Data,” “we” and “us”) know you care about how your personal information is used and shared, and we take your privacy seriously. Please readthis Privacy Policy to learn more about how we collect, store, use and disclose information about you when you interact or use our website or any related events, trade shows, sales or marketing, and/or if you use any of our services in any manner.

What does this Privacy Policy cover?

This Privacy Policy covers our treatment of information that we gather when you are accessing or using our Website or Services or when you contact us in any manner. We gather various types of information, including information that identifies you as an individual (“Personal Information”) from our users, as explained in more detail below.

What information does Sound of Data collect?

Information you provide to Us:

When you use the Website: We may collect any Personal Information that you choose to send to us or provide to us, for example, on our “Contact page” (or similar) online. If you contact us through the Website, we will keep a record of our correspondence.

When you use the Services: We receive and store information you provide directly to us. For example, when setting up new users, we collect Personal Information, such as name and e-mail address, to provide them with Services. The types of information we may collect directly from our customers and their users include: names, usernames, email addresses, postal addresses, phone numbers, job titles, transactional information (including Services purchased), as well as any other contact or other information they choose to provide us or upload to our systems in connection with the Services.

Information We automatically collect:

When you use the Website: When you visit the Website, we may collect certain information related to your device, such as your device’s IP address, referring website, what pages your device visited, and the time that your device visited our Website.

When you use the Services:

Usage information – we keep track of user activity in relation to the types of Services our customers and their users use, the configuration of their computers, and performance metrics related to their use of the Services.

Log information – we log information about our customers and their users when you use one of the Services including Internet Protocol (“IP”) address.

Information collected by cookies and other similar technologies – we use various technologies to collect information which may include saving cookies to users’ computers.

For further information, please see the section below headed “Cookies and other Tracking Technologies”.

Investigate and prevent fraudulent activities, unauthorized access to the Services, and other illegal activities; and

For any other purposes about which we notify customers and users.

We may also use the information you send to us via the Website and/or Services, to communicate with you via email and, possibly, other means, regarding products, services, and events we think may be of interest to you or to send you our newsletter, if this is in accordance with your marketing preferences. However, you will always be able to opt-out of such communications at any time.

How do we share and disclose information to third parties?

We do not send or sell your Personal Information to anyone. We may share and disclose information (including Personal Information) about our customers in the following limited circumstances:

Vendors, consultants and other service providers: We may share your information with third party vendors, consultants and other service providers who we employ to perform tasks on our behalf. These companies include (for example) our payment processing providers, website analytics companies (e.g., Google Analytics), product feedback or help desk software providers (e.g. JitBit), CRM service providers (e.g., Salesforce), email service providers (e.g., Mailchimp) and others. Unless we tell you differently and you consent, our agents do not have any right to use the Personal Information we share with them beyond what is necessary to assist us.

Business Transfers: We may choose to buy or sell assets, and may share and/or transfer customer information in connection with the evaluation of and entry into such transactions. Also, if we (or our assets) are acquired, or if we go out of business, enter bankruptcy, or go through some other change of control, Personal Information could be one of the assets transferred to or acquired by a third party.

Protection of Sound of Data and Others: We reserve the right to access, read, preserve, and disclose any information as necessary to comply with law or court order; enforce or apply our agreements with you and other agreements; or protect the rights, property, or safety of Sound of Data, our employees, our users, or others.

Disclosures for National Security or Law Enforcement: Under certain circumstances, we may be required to disclose your Personal Information in response to valid requests by public authorities, including to meet national security or law enforcement requirements.

Is Personal Information about me secure?

Sound of Data is ISO 27001:2017 certified. We use appropriate technical, organizational and administrative security measures to protect any information we hold in our records from loss, misuse, and unauthorized access, disclosure, alteration and destruction. Unfortunately, no company or service can guarantee complete security. Unauthorized entry or use, hardware or software failure, and other factors, may compromise the security of user information at any time. Among other practices, your account is protected by a password for your privacy and security. You must prevent unauthorized access to your account and Personal Information by selecting and protecting your password appropriately and limiting access to your computer or device and browser by signing off after you have finished accessing your account.

Cookies and other tracking technologies

Our Website and some of our Services use cookies (small text files containing a string of alphanumeric characters that we put on your computer) and other similar tracking technologies (like web beacons, tags and scripts) to uniquely identify your browser and to gather information about how you interact with the Website and Services.

We use this information for the following purposes:

Assisting you in navigation;

Assisting in registration, login, and your ability to provide feedback;

Please consult our Cookie Policy for more information about the type of cookies and tracking technologies that we use on this Website and why, and how to accept and reject them.

We also may use clear gifs in HTML-based emails sent to our users to track which emails are opened by recipients. This information is used to enable more accurate reporting, improve the effectiveness of our marketing, and make our Services and Website better for our users.

We also utilize Google Analytics, a web analysis service provided by Google, to better understand your use of our Website and Services. Google Analytics collects information such as how often users visit the Websites, what pages they visit and what other sites they used prior to visiting. Google uses the data collected to track and examine the use of the Websites, to prepare reports on its activities and share them with other Google services. Google may use the data collected on the Website to contextualize and personalize the ads of its own advertising network. Google’s ability to use and share information collected by Google Analytics about your visits to the Website is restricted by the Google Analytics Terms of Use and the Google Privacy Policy. Google offers an opt-out mechanism for the web available here.

Your Privacy Rights

What choices do I have? You can always opt not to disclose information to us, but keep in mind some information may be needed to register with us or to take advantage of some of our features.

Cookies: You can adjust cookies using your web browser controls. Please consult our Cookie Policy for more information about our use of cookies and how to accept and reject them.

Marketing Communications: You can opt-out of receiving certain promotional or marketing communications from us at any time, by using the unsubscribe link in the emails communications we send. If you have any account for our Services, we will still send you non-promotional communications, like service related emails.

How can I update and access my information (Exercise my Data Subject Rights)? If you would like to access, review, update, rectify, and delete any Personal Information we hold about you, or exercise any other data subject right available to you under the EU General Data Protection Regulation (GDPR), you can send an email to customerservice@soundofdata.nl. We will examine your request and respond to you as quickly as possible!

Please note that we may still use any aggregated and de-identified Personal Information that does not identify any individual, and may also retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

International Data Transfers

Personal Information you submit on the Website or through the Services will be processed by us in the Netherlands, on our servers or on our hosted service providers’ cloud servers on our behalf. The Netherlands may not have similar data protection laws to those in your country of residence. However, we will always protect your information in accordance with this Privacy Policy wherever it is processed.

Linked Websites

For your convenience, hyperlinks may be posted on the Website that link to other websites (the “Linked Sites”). We are not responsible for, and this Privacy Policy does not apply to, the privacy practices of any Linked Sites or of any companies that we do not own or control. Linked Sites may collect information in addition to that which we collect on the Website. We do not endorse any of these Linked Sites, the services or products described or offered on such Linked Sites, or any of the content contained on the Linked Sites. We encourage you to seek out and read the privacy policy of each Linked Site that you visit to understand how the information that is collected about you is used and protected.

Will Sound of Data ever change this Privacy Policy?

We’re constantly trying to improve our Website and Services, so we may need to change this Privacy Policy from time to time as well. You can see when this Privacy Policy was last updated by checking the date at the top of this page. You are responsible for periodically reviewing this Privacy Policy.

What if I have questions about this policy?

If you have any questions or concerns regarding our privacy policies, please send us a detailed message to customerservice@soundofdata.nl, and we will try to resolve your concerns.

What do you mean, there’s a busy tone?

Beating the bottlenecks

Wherever you are in the world, local telecoms infrastructure can only cope with a certain amount of traffic. If a lot of people are on the phone at the same time, whether or not your call center has anything to do with that, the network becomes full.

When this happens, callers trying to reach you might get a busy tone. Even if you have lines available. You’ll never know they tried to call. And their failure to get through will leave them with a bad impression of your service. Even though it’s not your fault. Life seems so unfair sometimes.

So what do you do?

Sound of Data helps you beat the bottlenecks by routing your calls in a way that avoids local telecoms infrastructure limitations. We do it so seamlessly that you and your callers won’t even be able to tell. Except for the fact that they get through faster, more reliably and with clearer sound.

Does this sound better to you?

Why aren’t more people calling?

Creating comfort zones

If the amount of calls you’re receiving is lower than you expect, or hope for, you’ll naturally want to find out why. Is it a problem with your promotion? Or is the answer lurking in the way things are set up.

We can’t speak for promotional matters. But we have plenty to tell you about how your choice of phone numbers and call routing can influence customer behavior.

It’s all in the mind

Before somebody even picks up the phone they – consciously or subconsciously – assess the number you’ve given them. If something about it makes them feel uncomfortable, such as expecting it to be expensive or even unlucky – yes, this matters to lots of people – you’ve lost them before they even got started.

Or is it beyond your control?

Let’s suppose your numbers are absolutely fine and customers are calling you in their masses. That doesn’t mean every one of them can get through. If the telecoms network is overloaded, which might or might not have anything to do with your callers, they’re going to get a busy tone. They’ll assume it’s your service center that’s too busy to talk to them, even if that isn’t actually the case. Which isn’t great for your reputation. These callers might try again later. Or maybe they won’t.

Confidence booster

If either of these factors are keeping your callers away, the great news is we can fix them. We can identify whether your numbers are holding you back and help you change to ones that won’t. At the same time, we can route every single call so it never falls victim to telecoms infrastructure shortfalls. And in the event of you suddenly having so many calls that you can’t cope with your new-found popularity, we even have ways to solve that so everybody stays happy.

What’s more, because we proactively monitor performance and fix any quality issues before you or your customers even notice, no calls ever get dropped due to technical problems.

Time to stop leaving things to chance?

Arghhh, too many calls at once!

Get over the overload

Too popular for your own good? Or did something happen which leaves everybody needing your advice? For better or for worse, any customer care center can get caught out when the number of people wanting to talk exceeds the ability to serve them.

Let us answer this

Yes, that’s right, we’ll make sure every call gets answered so nobody feels abandoned. Our nifty automated system can do anything from rerouting calls to another service center of your choice to taking callers numbers for you to ring back when you’re less busy. You decide.
Some people call this a Peak Time Solution. Others call it Call Spike Management. Our clients just call it increased customer experience that adds a lot of points to their NPS (Net Promoter Score).

Quietening the crowd

When you take charge of the situation in this way, your backed-up line of waiting callers automatically gets reduced. Everyone either gets answered immediately by one of your agents or knows they’ll hear from you later. So your lines are no longer clogged up with frustrated callers continually redialing in the hope of catching the right wind to get through. Your workload is dispersed to where and when you’re able to deal with it. And you don’t risk dropping calls.
Oh, and by the way…having this invaluable ‘insurance policy’ on standby costs you absolutely nothing. You only pay for the calls it actually handles.

What are you waiting for?

It works the same in this country too, right?

Travelling well

You’ve got a great thing going. With a tried and tested business model. People love what you do. All over the world. You’ve mastered the international marketplace. So setting up customer support for a new country is just another day at the office.

For us, yes. For you, maybe not as simple as you’d expect.

Unlearn your knowledge

Let’s see. Establishing your presence involves getting your contact number, ensuring it’s compliant, sorting out your contract with the local telecoms company and, well, a few other things. You’ve done it before so you can do it again. Except this time everything will be different.

For a start, choosing your contact number means getting to grips with different legal structures and cultural perceptions. You’ll also need to ensure its compliance in this particular country, which might be a can of worms you don’t really want to open. Then there’s the connectivity. Do you really want to start playing negotiation games with an unfamiliar telco, who might not even be able to provide a good enough service to satisfy your needs? Never mind the language barrier!

Forget all that. We’ve got a better solution

We’ve been setting up and maintaining contact center connectivity all over the world since 1991. We know what changes from place to place. We know who to talk to. And we know how they operate. Which means we don’t get caught out by local nuances which could really upset your expansion plans.

And as you’ll discover if you decide to travel with us, we’ll get to know your business so well that you’ll never have to explain yourself again. When you want to add something to your repertoire, just tell us what it is. We’ll understand exactly where you’re coming from and make sure any third parties involved know exactly what to do.

Far better

What’s more, if you bring us on board, we’ll ensure your inbound calls arrive as reliably, quickly and clearly as you could ever wish for. As well as implementing a fully-functional back-up plan for when your service becomes too popular for even you to handle.

Want hassle-free passage into new territory?

Er, what are the compliance rules again?

Safety in numbers

You’ve chosen your telephone numbers, so you’re good to go. Ah, if only. It’s not just customers who need to know your numbers, the regulators are pretty interested too. If you don’t keep them fully informed and ensure every single compliance requirement is met, day-after-day, you could end up in a lot of trouble.

It’s just a number, what’s to comply with?

Well, that’s for the various regulators in each different country to decide. For example, there might be different rules for who can use certain classifications of numbers, or how you are obliged to publicize call tariffs. And many, many more. A large amount of supposedly simple things which can add up to you tearing your hair out, especially if you’re active in a lot of different countries.

One thing you can be sure of is that, whatever rules apply, they’re always subject to change. So you and the regulators will need to become firm buddies.

A friend in need

At Sound of Data, we know better than anyone what to expect, how to deal with it and who to put it right with. We’ve spent years keeping on top of this planet-sized task, and we’re happy to lift the burden from your shoulders. So, actually, you don’t need to expand your social network or your knowledge-base when it comes to compliance, because we’ll take care of it all on your behalf. Isn’t that what friends are for?

Want us to make sure it all adds up?

We need less admin and lower costs!

We wouldn’t blame you for assuming the fantastic improvements achieved through our services come at a heavy cost. To your time, resources and budget. In fact, the exact opposite is true! Everything we offer at Sound of Data saves you time, effort, worry and money. Yes, really!

How do we do it?

It’s quite simple really. We know our craft really well and we perform it on such a large scale that cost-efficiency might as well be our middle name. We’ve got to where we are by understanding our customers’ needs. And one thing we know everybody hates is admin. So minimizing that is as much a part of our service as reliably delivering crystal clear phone calls.

Even though our system is so technologically advanced, we’ve designed it to plug seamlessly into whatever call answering platform you already have in place. So you don’t have to worry about any technical or equipment investments. Or internal changes.

And there’s more…

You get a handy dashboard which provides full insight into your inbound traffic flow (live and historic) and enables you to set rules about how you want calls to be handled. With our reporting tool you can easily analyze all the data and prepare the reports that are relevant for you, without having to ask anybody else for the figures. So you’re always in the driving seat for identifying improvement opportunities.

Yes, it’s true

Time and time again over the years, customers have come to us with a particular service requirement and gone away with a myriad of other problems solved. Well that’s just a figure of speech. They haven’t gone away at all, they’ve stayed with us because their lives and their business performance have improved so much.

All this can be yours

When you put your inbound call routing in our hands, you’ll immediately find your own much freer to get on with other stuff. Or maybe you’ll just relax a bit more.
We deal with all the third parties involved in administrating your contact numbers and delivering calls to your system. We make all the technical changes that need to be made – and you won’t even notice. You leave all the paperwork, the fact-finding and the negotiations to us. Whatever you want to know, or you want to happen, you just have to call one person to take care of it all.